Política de reembolso

Refund & Return Policy

Last updated: June 19 , 2026

At ORLIVOX, every product is carefully curated and selected before it reaches our store. We want you to be confident in your purchase. Please read this policy carefully before placing an order.

1. Order Cancellations Orders may be cancelled within 12 hours of purchase for a full refund, provided the order has not yet been processed for fulfillment. Once an order has entered fulfillment, it can no longer be cancelled.

2. Return Eligibility We accept returns when all of the following conditions are met:

• The request is submitted within 14 days of the delivery date.
• The item is unused and in its original condition and packaging.
• You can provide proof of purchase (your order number).
• You contact us and receive return authorization before sending anything back. Items returned without prior authorization cannot be accepted.

3. Non-Returnable Items For health and hygiene reasons, grooming items and products that come into direct contact with your pet cannot be returned once they have been used, unless they are defective. Items marked as final sale are also non-returnable.

4. Damaged, Defective, or Incorrect Items If your order arrives damaged, defective, or you received the wrong item, contact us within 48 hours of delivery with clear photos or a short video showing the issue. Once confirmed, we will arrange a replacement or a full refund at no cost to you.

5. Items Not Received If tracking shows your order as delivered but you have not received it, please contact us within 48 hours so we can open an investigation with the carrier. We highly recommend checking with neighbors or your local post office before submitting a claim.

6. Return Shipping Costs For returns due to a change of mind or dissatisfaction (not a defect or our error), the customer is responsible for return shipping costs. Original shipping charges are non-refundable.

7. Inspection & Refund Processing Refunds are issued after the returned item has been received and inspected at our fulfillment center. Once your return is approved, the refund is processed to your original payment method within 5–10 business days. Please note that your bank or card provider may require additional time to post the refund to your account.

8. Late or Missing Refunds If you have not received your refund after the timeframe above, first check your bank account again, then contact your card company, as processing times vary. If you have done this and still have not received your refund, please contact us.

9. How to Start a Return To request a return or report a problem, email us at support@orlivox.com with your order number and the reason for your request. See the steps below.

Contact: support@orlivox.com